Dealing with criticism is a sensitive and important topic for us tennis players, both on and off the court. It's also an equally important topic for our TennisTravellerpartners – hoteliers and camp organizers. Given recent events, I'd like to briefly report on what I consider to be the exemplary way a tennis camp organizer handled negative criticism.
One of the core elements of our TennisTraveller is the rating function , which we offer for both our tennis hotels and tennis camps – based on tennis-specific criteria. Why is this so important to us? Because you, our TennisTraveller get to experience a hotel or camp firsthand, and other TennisTraveller definitely benefit from your experiences when planning their trips.
But what happened next: yesterday, a negative review was posted about a tennis camp at the Hotel Scesaplana in Brand. I immediately contacted the camp organizer, the European Tennis Academy, specifically Joe Hauser.
And I was absolutely thrilled by Joe's reaction afterwards: he immediately wrote a very friendly email to the camp participant who had made criticism, inviting her to take advantage the money-back guarantee
The woman received a short feedback form on which she was asked to briefly describe which expectations were not met during her booked tennis holiday and why. She could select up to 5 points, receiving a 20% discount on the course price for each point selected.
This, in my opinion, is what perfect handling of criticism looks like. Because let's be honest: mistakes happen all the time, everywhere; things can simply go wrong on a tennis holiday, even if the hosts or coaching team are involved. That happens, okay. What's much more important is how these mistakes are dealt with.
And for hoteliers and camp organizers, our rating system offers a chance to gather valuable feedback. Some hoteliers and organizers already see this as a valuable opportunity and appreciate it. We're working hard to get even more hoteliers on board. And of course, we warmly invite you to rate the TennisTraveller hotels you visit here! It's better to complain openly and honestly than to keep quiet about it at home! Nothing will change that way!
Perhaps we'll find out how the story ended and whether the camp participant actually made use of the money-back guarantee.
Image source: Pixabay, BRuM309-544113
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